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Shipping & Returns

Pickups

*At this time we do not allow pickups from our location due to our industrial zone location and insurance liability. Only ship outs are available.

**Edmonton and St. Albert: At this time we do not ship to these areas. We encourage customers to support local retailers. Many of our products can be found at retail locations that we supply within these areas.

Returns Policy

*Defective Merchandise:

1) Any defective merchandise purchased from TLG Canada must be reported within 48 hours from delivery of merchandise. Please check all merchandise upon receipt! Failure to do so, will result in a 20% re-stocking fee.

2) We will issue a Return Authorization Number to you once you report defective merchandise within 48 hours.

3) Any items not reported to us within 48 hours to be returned to our office, shipping will be paid by buyer and 20% restocking fee will apply.

4) All defective merchandise MUST be returned to us in originally received condition with all original packaging, accessories and labels. If important inner boxes or packaging are missing, you will receive only partial credit/refund.

5) Any defective merchandise reported within 48 hours or longer but NOT returned to us within 30 days of purchase will NOT be accepted and no refund will be issued whatsoever.

Missing Items:

5) Please report any missing item(s) within your shipment to us within 48 hours.

6) Upon verification of missing items, we will send the missing items within 48 hours.

7) Should you want a refund in place of your missing item(s), we will issue a refund within 48 hours (you should receive your refund within 5 to 10 business days from confirmation of process).

Out of Stock Items

Although we strive to have a 100% fill rate on our goods, periodic stock outs are inevitable. Should we be out of stock on any or all of your items in your order:

8) We will notify you by phone or email of the stock-out items.

9) Upon receiving your further instructions, we will either ship the order as is with backorder, or we will notify you as soon as all of your merchandise is received and ready for a complete ship.

Refunds

10) All refunds will be processed within 48 hours of return of goods to our facility and should be expected to be received by customer within 5-10 business days from confirmation.

Shipping

Our shipping hours are from 9-4pm Mon-Fri. We do not ship on weekends. Orders can take up to 72 business hours to ship from order time due to higher than anticipated volumes as of recent. Orders placed after 2pm and during weekends will be shipped out the following business day with the 48 hour clause in place at this time.

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations (Eg: Butane lighters, Butane).

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, (some weights will be rounded up to the next full pound).

**For Canada, Purolator, UPS and Canpar are also available as shipping options upon request.

Questions on the above policies?

Call us at 1-888-461-4276

All prices are in CAD.
Copyright 2018 TLG Canada.
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